Shipping Policy
Order Processing
All products from Troy Atelier are made, finished, and packaged with exceptional care. Orders require 3–7 business daysfor processing before shipment. During high-volume periods or for specialty items, processing times may be extended. Processing time does not include transit time.
Shipping Methods and Timeframes
We ship domestically within the United States using trusted carriers such as USPS, UPS, and FedEx. Estimated delivery timeframes vary by location and carrier, but most domestic orders arrive 5–10 business days after dispatch.
International shipping may be available upon request and is subject to carrier availability, customs regulations, and extended transit times.
All delivery estimates are approximations provided by the carrier and not guaranteed.
Shipping Costs
Shipping costs are calculated at checkout based on product weight, packaging requirements, and destination. Certain items may require oversized or specialized packaging to protect the sculpture, which may increase shipping fees.
Order Tracking
Once your order is shipped, you will receive an email confirmation with tracking information. Tracking updates are managed by the carrier. Troy Atelier is not responsible for delays caused by the carrier, weather, customs, or other uncontrollable factors.
Damaged Packages
If your package arrives visibly damaged, you must photograph the box and product immediately and notify us within 48 hours of delivery at our customer support email.
To protect our studio from fraudulent claims, all damage claims must include clear photos of the packaging and the item from multiple angles. Missing documentation may result in the claim being denied.
We reserve the right to approve or deny replacement requests at our discretion.
Lost or Stolen Packages
Once a package has been marked “Delivered” by the carrier, Troy Atelier is no longer responsible for its security or retrieval. If a package is lost in transit, we will assist you in filing a claim with the carrier, but we do not issue refunds for items lost or stolen after delivery.
Customers are responsible for providing accurate and secure shipping information at checkout.
Incorrect Shipping Information
If the customer provides an incorrect or incomplete address, the customer assumes full responsibility for lost packages, reshipping fees, and delivery delays. We cannot reroute packages once they have shipped.
International Duties and Taxes
For international shipments, any customs duties, import taxes, or carrier fees are the responsibility of the customer. Refusal to pay these charges may result in the package being returned or destroyed by customs. No refunds will be issued in these cases.
Packaging and Handling
Each sculpture is packaged securely using specialized materials designed to protect delicate architectural features. However, once the package is transferred to the carrier, Troy Atelier is not liable for carrier mishandling, transit impact, or environmental damage.
Delivery Delays
Troy Atelier is not responsible for delays caused by:
– Severe weather
– Carrier operational issues
– Customs processing
– Holidays or peak seasonal volume
– Global supply chain disruptions
Refunds or cancellations will not be issued due to shipping delays outside our control.
Changes to This Shipping Policy
Troy Atelier may update this Shipping Policy at any time to reflect operational or legal changes. Any updates will be posted on this page with immediate effect.